Zendesk Suite Reviews

“quite a friendly design”

Pros

Works well with other third-party solutions and the platform is user friendly with a simple interface that's easy to navigate.

Cons

There are still a few GUI bugs some display elements feel outdated and the tab browsing looks a bit old-fashioned.

“Keeps customer emails organized”

Pros

Having all customer emails collected in one place is really convenient and it makes handling support much more manageable. You can quickly assign messages to specific agents or teams across the organization and the full conversation history for each client is simple to pull up whenever needed.

Cons

The platform is a bit confusing especially for beginners. Also the navigation could be more user friendly so improving the overall user experience would make a big difference.

“reliable software”

Pros

Zendesk Suite is very easy to use and I can work with larger file sizes without running into issues. The record keeping is also really amazing which makes it much easier to keep track of conversations and past details.

Cons

The pricing is on the higher side so it's not exactly budget-friendly. Support works but there's definitely room for improvement in how responsive and helpful it can be.

“clear layout and visible menus”

Pros

It has a simple interface and the menu options are clearly visible which makes it very easy to navigate and use.

Cons

One thing I'd like to see is more options for handling out-of-office or unavailable situations. It would be helpful if it prompted users to leave an email address or a follow-up phone number for a callback or email response since that could improve customer retention.

“Great support with better response”

Pros

The software gives me a lot of flexibility when handling customer requests and questions and it has helped improve our response rate. Because of that, our organization has been receiving more positive feedback about our products and services.

Cons

There is no major reason to dislike it but at times it can take weeks to get a reply from someone even after marking something as urgent in a critical situation.

“Liked the ticketing features”

Pros

Its CRM and ticketing features are what I really like. It's easy to use and does a nice job of improving how efficiently the customer support team works.

Cons

Since it's built as an enterprise product, the pricing runs a little high though it still feels worth the investment.

“Organized ticket handling”

Pros

Zendesk really simplifies the whole support process. Customers can send in a ticket without any hassle and once it's submitted, my team can quickly open it, review it and respond. The workflow feels about as simple and efficient as it can be which makes handling support much better.

Cons

Pricing was the one thing that pushed me away from the platform. Aside from that, it's a really decent software.

“Easy to use”

Pros

Managing tickets is very easy, the notifications are well done and there are plenty of useful features included.

Cons

Honestly there is not much to complain about because everything works pretty well overall although the pricing could still be a point some people mention.

“budget friendly and user friendly”

Pros

I like that it fit within our budget and was easy to use.

Cons

Nothing really comes to mind as a downside as I was happy with everything about it.

“Packed with impressive toolkit”

Pros

The range of capabilities packed into this software is honestly amazing.

Cons

We've run into a problem where ticket totals aren't always being calculated correctly. It's still unclear whether that's due to the software itself or just human error.

“all lead details in one place”

Pros

Keeping track of leads is much more convenient with this tool since all the key details, like phone numbers and email addresses, are available in one place. It also gives real-time updates which helps a lot and the analytics in Zendesk make it possible to better understand performance and improve the overall customer experience.

Cons

At this point there really isn't anything I dislike about the software because it does a very good job of helping manage all lead data efficiently.

“powerful support tools”

Pros

Running customer support for a small but growing business has been much more manageable with Zendesk. It comes with many useful features, including chat, guides and calling. I also really appreciate the customer analytics since they help me understand what's working well and where I am getting things right.

Cons

I have genuinely enjoyed using it and would definitely recommend it to friends.

“fast teamwork and timely alerts”

Pros

Using Zendesk Suite feels very easy and the timely notifications make it much easier to stay on top of updates. Collaboration also works very well so coordinating with others on tickets is quick and convenient.

Cons

One thing that could be better is the layout which feels a little inefficient when moving back and forth between different tickets.

“powerful ticket tracking and automation”

Pros

Keeping track of customer tickets is much more manageable with this solution and the wide range of integration options makes automation possible while cutting out a lot of manual work.

Cons

We ultimately chose a different solution because of the cost and this tool is geared more toward broader help desk functionality. What we needed was something focused on triggering sales on our website. Support is also handled through other channels.

“reliable support that delivers”

Pros

Zendesk comes with many strong features but the one that really stands out is the live support. Getting help quickly from a team that's reliable is rare especially with support that isn't based in India so that has been a big plus.

Cons

A few features could definitely use an update. The customer database, in particular, feels outdated and makes it harder than it should be to enter or edit information. That part of the system honestly feels like it belongs in the 1990s, not 2022.

“User friendly support flow”

Pros

The interface is user friendly, simple to navigate and the clean design makes handling support tickets all day much more manageable.

Cons

It's definitely on the expensive side but the value matches the cost.

“Has a clean interface!”

Pros

Zendesk Suite is the first customer service and contact management software I have worked with so I don't really have other tools to compare it against in terms of price, reliability or overall value. That makes it a little tricky to say exactly what stands out as a like or dislike without having a point of reference. Still, one thing I do appreciate is the clean interface which makes the system pleasant to use.

Cons

Keeping up with a specific request really seems to depend on following the ticket and that becomes difficult when you're handling around 100 tickets in a day. If the only update you get is that a ticket number changed, it's not always helpful because most people won't remember which issue that number belongs to without opening it first. I also wish there were a night mode option available.

“Everything about it is good”

Pros

Managing tickets is much more easy with Zendesk Suite. The interface is really well designed and it integrate with a wide range of other tools and CRMs which is especially helpful when you're working in a hybrid setup. It also includes full help-center capabilities so both smaller teams and larger companies can build out a proper customer support center without missing key features. On top of that it supports customer assistance through incoming calls and gives you multiple ways to connect with customers. There are plenty of communication channels built in too, including phone, messaging, email and even social media apps.

Cons

I don't see any real downsides in the application itself. The only addition I'd really like to see is keyboard shortcuts. Because the platform does so much and includes so many options, shortcuts would make it faster to use and improve overall usability.

“feature rich tool”

Pros

It is very easy to use. I have worked with other customer service platforms before and Zendesk was easily the most user friendly when it came to learning the system and navigating it. Another thing I liked was the wide range of features including several capabilities I had not seen in other customer service software. Overall, I was very happy with it and would definitely recommend it to anyone looking for a customer service solution.

Cons

A drawback with this tool is that customizing it for specific business needs can be challenging. Even though the platform is fairly user friendly, there aren't many options to really adjust the visual style and branding so it matches your company's identity. That can be frustrating for businesses that want their customer service experience to stay visually consistent with the rest of their online presence.

“So far very happy!”

Pros

Zendesk stands out for being simple to use and it's really easy to reach out to customers directly from within the platform.

Cons

The one area where it could use improvement is its automation.